We understand that some people may face circumstances that place them at a disadvantage when dealing with debt. These situations may mean that:

  • you struggle to manage your own affairs,
  • you do not fully understand the consequences of your actions,
  • you are dealing with multiple, escalating debts affecting your household, or
  • your circumstances significantly affect your wellbeing or quality of life.

Examples of Vulnerability

Vulnerability can take many forms. It may include, but is not limited to:

  • being elderly or frail
  • physical or mental disabilities
  • medical conditions that affect daily functioning
  • difficulty reading, writing, or understanding English
  • recent bereavement
  • homelessness or severe financial hardship
  • addiction
  • being a victim of domestic abuse.

Being in one of these categories does not automatically mean you are vulnerable—for example, an older person may not consider themselves disadvantaged due to their age.

If You Feel Vulnerability Affects Your Ability to Deal with Enforcement Agents

If your vulnerability affects your ability to manage your finances or understand your council tax situation, please tell us before enforcement action begins.

If your debt has already been passed to enforcement agents and you need more time or support, you must let the enforcement agents know directly.

There is no automatic requirement for enforcement agents to return your case to the Council because you have declared a vulnerability. Some online information claims this is guaranteed, but this is incorrect.

To notify the Enforcement Agents that you are vulnerable, you must complete the Vulnerability Self Declaration Forms, these can be found by following these links:

If you have declared your status as vulnerable but there is another person named on the bill, we will be able to deal with the other named person in relation to collecting the arrears.

Once you have made the enforcement agents aware of your vulnerable status your case will be dealt with by their Welfare Team. 

What happens once my case has been referred to the Welfare Team?

The welfare team will carry out an assessment, which includes:

  • Gathering information
  • Assessing vulnerability indicators
  • Requesting supporting evidence (where appropriate)
  • Applying discretion and welfare safeguards.

Being identified as vulnerable does not prevent enforcement action or remove the debt, but it does mean reasonable adjustments must be made based on your circumstances. If your case is managed by the welfare team and you continue to engage with them, enforcement visits or further escalation will usually not take place.

Please note that if you choose not to engage with the welfare process or do not provide the required evidence, your case cannot be managed under welfare arrangements.

The best way to avoid enforcement action is to inform the Council of any vulnerabilities before your case is referred to enforcement agents. However, if your case is handled by their welfare team, reasonable adjustments may still be available, such as:

  • Extended payment arrangements
  • Temporary holds while evidence is obtained
  • Ongoing welfare team support
  • Signposting to external support services.

National Standards on Vulnerability

The Taking Control of Goods Regulations 2013 and the Ministry of Justice National Standards outline how enforcement agents must treat people in vulnerable situations. Although not legally binding, these standards are widely accepted as best practice and reinforced by professional guidance. 

This guidance requires enforcement agents and creditors to consider vulnerability and exercise appropriate discretion. This does not create an automatic requirement to recall a case or remove a debtor’s liability to pay the debt. 

Enforcement agents, agencies, and creditors (including the Council) share responsibility for protecting vulnerable or socially excluded individuals. Agreed procedures must be in place, and agents are expected to use discretion, as not every situation can be covered by guidance. 

Vulnerability Registration Service (VRS)

The VRS (Vulnerability Registration Service) is a free, independent service that allows vulnerable individuals to register their circumstances in one secure place. By doing so, you can avoid repeatedly having to explain difficult or sensitive situations to different organisations and creditors.

Once registered, participating organisations can check the VRS and take your circumstances into account when making decisions, offering support, or communicating with you. This helps ensure you receive appropriate, compassionate treatment and that reasonable adjustments are made where needed.

Registering with the VRS can be particularly helpful if you are experiencing financial vulnerability, health issues, significant life changes, or any circumstances that make it harder for you to manage your commitments. It gives you more control, reduces stress, and helps organisations understand how best to support you.

To find out more and to register for free visit the vulnerability registration service website.